Telephony Technician (Level 1)

Telephony Technician (Level 1)

Duration: Long Term Contract 12+ months MoI: 2 Video Location: 5 days onsite in (Bridgeton, Mullica Hill, Vineland), NJ and Travel among these locations as per the need.

Job Summary

We are seeking an experienced and motivated Telephony Technician to join our dynamic telecommunications team. This mid-tier role is the critical "boots on the ground" force responsible for the hands-on implementation, maintenance, and support of our enterprise telephony infrastructure. The ideal candidate is a proactive, personable, and highly skilled problem-solver who excels at resolving tier 1 issues and ensuring the stability of our voice communication systems. You will be the primary point of contact for onsite support, playing an instrumental role in daily operations and key projects, and serving as the essential link between our end-users and senior engineering staff.

Key Responsibilities

• Serve as the first point of contact for all onsite, tier 1 telephony support tickets, providing timely and effective resolution for issues related to analog, digital, and VoIP phone systems.
• Expertly troubleshoot and repair all Layer 1 and Layer 2 connectivity issues, demonstrating a mastery of enterprise cabling infrastructure without the need for assistance.
• Manage the physical installation of telephony hardware, including receiving, racking, and powering equipment in data closets according to best practices, and preparing it for remote configuration by senior engineers.
• Play a key role in onsite projects, including new building setups, phone migrations, and user relocations, ensuring seamless transitions and minimal disruption.
• Provide clear, friendly, and comprehensive training to end-users on phone features, such as conferencing, call transferring, and pickup groups, across various platforms.
• Assist end-users with telephone-related questions and issues for Microsoft Teams, 8x8 Work (PC and mobile), and other integrated applications.
• Maintain meticulous notes and update technical documentation using Microsoft Word and Excel to ensure records are accurate and current.
• Collaborate effectively with Senior Telephony Engineers, providing onsite support and intelligent assistance for more advanced troubleshooting scenarios.

Qualifications and Skills Required:

• 3-5 years of direct experience in a telecommunications role.
• Expert-level knowledge of enterprise cabling infrastructure, including termination types, closet layouts, and industry best practices.
• Proven ability to independently trace, diagnose, and resolve complex Layer 1 issues across a large-scale network.
• Exceptional interpersonal and communication skills, with a genuine ability to interact positively and effectively with all end-users.
• A strong, self-starting "get things done" attitude, with the ability to manage time and tasks efficiently with minimal supervision.
• Proficiency in the Microsoft 365 suite, particularly Word and Excel, for documentation and reporting.

Preferred (Bonus Qualifications):

• A firm understanding of fundamental IP networking concepts and basic SIP terminology.
• Experience supporting users with Microsoft Teams voice integrations.
• Familiarity with VoIP platforms, specifically 8x8 and Avaya.
• Previous experience providing technical support for contact center agents.
• Working knowledge of modern IP phones (e.g., Poly Edge series) and common headset devices.
• Understanding of analog FXS devices and their physical connectivity requirements in a VoIP environment.
• Previous experience implementing or supporting audio visual conference room solutions and the various hardware components, TV's, projectors, HDMI over Cat6 extenders,
• Knowledge of Microsoft Teams Rooms.

Physical Demands & Expectations

• Ability to lift and carry equipment weighing up to 50 pounds
• Ability to work in confined spaces and non-traditional work environments
• Remain up to date on the latest VOIP technologies.
• The role may include on-call support rotation.
• The candidate should be comfortable working in a fast-paced and dynamic environment.